Our form solution makes it a lot easier
“And then, with a big bang, suddenly 75 forms went live. That was great fun!” Roy Berghout, information manager at the municipality of Pijnacker-Nootdorp, is enthusiastic about our form generator. “The process that the customer goes through has become much more user-friendly. And creating forms has become a lot easier for us. I think it's a real improvement!”
The municipality of Pijnacker-Nootdorp recently switched to a different case management system. During the market consultation for this, a form generator was one of the additional requirements. Roy: "The forms from the generator had to be user-friendly for our customers and easy to read and fill in on all devices. It was also important that we did not have to do any programming ourselves when creating forms. Ease of use was therefore high on the list of requirements. SIMform was the best fit on paper. And this proved to be the case in practice. I would choose Shift 2 again in a heartbeat."
Challenges
The implementation of our forms solution was part of a much larger project: the renewal of the case management system. This presented a number of functional challenges. In some cases, it was not yet possible to create links or test functionalities. Roy: "That was a shame, because it meant the implementation took a long time. However, it is inherent to the replacement of the case management system. There were delays in that. What we really appreciated within the municipality was that Shift2 and the other suppliers constantly liaised with each other to find the best solution. That worked out well."
Customer experience
Roy is enthusiastic about the collaboration with Shift2. "It's very pleasant to work with parties who think beyond their own department. Shift2 is a truly comprehensive partner. For example, they focus heavily on the customer experience and the journey that a form must take through the municipal organization. In addition, Shift2 has a clear vision and its employees are truly knowledgeable. That inspires confidence and helps you make decisions." Edwin van Kersbergen, Director of Projects and Consultancy at Shift2 (formerly SIM), adds: "Roy can make quick decisions and the lines of communication in the municipality of Pijnacker-Nootdorp are short. That has made for a pleasant collaboration."
Better e-services
All in all, Roy and Edwin are satisfied with the result. Edwin: "It has ultimately yielded great results. The municipality of Pijnacker-Nootdorp now uses more than 75 forms in our form solution. These are digitally processed in the appropriate back office via a link to the case management system. DigiD and eHerkenning have also been implemented in the forms." Roy explains: "It gives e-services a boost, because eHerkenning makes it possible to report a death digitally, for example. This saves time for the municipality and funeral directors, because the funeral directors no longer have to come to the counter for certain verifications." Roy monitors the forms using a BI tool (for analysis and reporting). He can see exactly where a form comes in and where there are problems. Roy: "The user numbers look good. We are also getting good feedback from customers. This allows us to fine-tune things."
Personal Internet portal
What is the next step? Edwin: "The personal internet portal still needs to go live. This will allow residents and organizations to track the status of their applications, download documents, and so on." Roy: "The challenge here is to ensure that the right authorizations are granted at the right times. This is necessary because our processes involve decision-making that involves confidential data. It is not the intention that this data should always be visible to everyone."
Strip card
For support after completion of the project, the municipality of Pijnacker-Nootdorp has opted to work with a Shift2 strip card. Roy: "We are a fairly small organization with a limited number of people who can be deployed. And there are still a number of forms that need to be created. It's nice to be able to call on Shift2 to help us out from time to time."
